At Trail Shoe Store, we’re committed to getting you the perfect gear for your adventures, whether you’re hitting the trails or exploring urban landscapes. Here’s everything you need to know about shipping and returns.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipping
  • Free Shipping (orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipping

Note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We stand behind our products just like we stand with you on every trail. If your gear doesn’t meet your expectations, we’ll make it right.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original condition, and in their original packaging
  • All tags must still be attached
  • Footwear must show no signs of wear (please try on clean surfaces)

Non-Returnable Items: For hygiene reasons, we cannot accept returns on socks and undergarments unless they arrive defective.

How to Initiate a Return or Exchange

Follow these steps to return your items:

  1. Contact Us: Email [email protected] with your return request within 15 days of receiving your order.
  2. Wait for Approval: Our team will review your request and send you a Return Authorization Number (RAN) within 2 business days.
  3. Package Your Items: Securely pack the items in their original packaging with the RAN clearly marked on the outside.
  4. Ship It Back: Send the package to our return center:
    Trail Shoe Store Returns
    2419 Wolf Pen Road
    San Francisco, CA 94107
    United States
  5. Track Your Return: Keep your shipping receipt until your refund is processed.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return.
  • Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable.
  • International Returns: Refunds will exclude any customs fees or import taxes paid on the original order.

Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement.

Exchanges

Need a different size or color? Here’s how exchanges work:

  • Follow the same return process above
  • Clearly indicate in your email that you want an exchange and specify the replacement item
  • We’ll ship your new item as soon as we process your return (additional shipping charges may apply for international exchanges)

Defective or Wrong Items

If you receive a defective item or the wrong product:

  • Contact us immediately at [email protected]
  • We’ll provide a prepaid return shipping label
  • You’ll receive a full refund or replacement (your choice)

Return Request Template

Copy and paste this template into your email to expedite your return:

Subject: Return Request – Order #[Your Order Number]

Dear Trail Shoe Store Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) to return: [Product Name, Size, Color]
  • Reason for return: [Please specify]
  • Preferred resolution: [Refund/Exchange to (specify product if exchanging)]
  • Order date: [MM/DD/YYYY]
  • Shipping address used: [Your Address]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Need Help?

Our customer service team is happy to help with any shipping or return-related questions. Contact us at [email protected] and we’ll respond within 24 hours on business days.

At Trail Shoe Store, we believe every adventure should start with perfect gear. If we didn’t get it right the first time, we’re committed to making it right for your next journey.